Network Infrastructure & Field Operations Leader

Network Infrastructure & Field Operations Specialist

Tucson, AZ 85742 480-***-**** **********@*****.*** Accomplished Network Infrastructure & Field Operations Leader with 30+ years of hands- on expertise in broadband systems, fiber optic networks, and technical team management. Proven track record maintaining 99.5%+ infrastructure uptime while managing 24/7 on-call operations, field troubleshooting, and remote NOC coordination. Certified in fiber optics, OSHA safety standards, and advanced diagnostics. Recognized for exceptional technical excellence and customer service (QCE Awards: top 0.4% of 500+ employees). Welink Internet Corporation Phoenix/Tucson, Arizona Aug 2021 – Present Architected and maintained 99.5%+ uptime for critical fiber optic and broadband infrastructure across Phoenix/Tucson service regions while managing 24/7 on-call emergency response operations

Diagnosed and resolved 50+ complex signal and performance issues monthly using advanced diagnostic tools including TDR, OTDR, Spectrum Analyzer, SLM

(Signal Level Meter), and Cable Locator on fiber POP, PTP (Point-to-Point) Aviat/Siklu/Welink equipment

Coordinated real-time field troubleshooting with remote NOC team to isolate signal loss problems, reducing Mean Time to Repair (MTTR) by estimated 25-35% through rapid root-cause analysis

Supervised and directed 8-12 hourly technicians and temporary personnel, conducting performance appraisals, recommending promotions, and establishing quality standards for field operations

Performed system maintenance and in-depth component testing on fiber networks, ethernet standards, power supplies, nodes, amplifiers, and coax/fiber infrastructure to FCC and company specifications

Managed critical operational systems: maintenance logs, service orders, RMA

(Return Merchandise Authorization) processes, timesheets, and equipment inventories to maintain accurate compliance records Responded to dispatch calls with punctuality and professionalism, completing circuit and component troubleshooting at customer sites with minimal downtime Collaborated with customer care coordination on-site while supporting remote NOC operations, bridging communication between field teams and centralized monitoring centers

KARY KLEMAN

PROFESSIONAL SUMMARY

PROFESSIONAL EXPERIENCE

SUPERVISOR / NETWORK MAINTENANCE TECHNICIAN

Technical Tools & Equipment: TDR, OTDR, Spectrum Analyzer, SLM, Volt/Ohm Meter, Cable Locator, AutoCAD, Fiber POP systems, PTP Aviat/Siklu equipment, fiber optic infrastructure

Robot Computers Dubai, United Arab Emirates March 2008 – Dec 2020 Managed back-office operations, hiring/employment processes, payroll, and budget administration for retail technology company serving corporate clients across GCC region

Supervised hiring, training, and performance management of 15+ hourly and temporary employees; conducted disciplinary reviews, coaching sessions, and career development planning

Prepared operational budgets for payroll and maintenance; managed accounts payable/receivable and payment processing systems

Addressed customer inquiries and complaints while conducting satisfaction surveys; achieved consistent positive feedback through service quality oversight and employee coaching

Managed employee performance systems through appraisals, promotion recommendations, and ongoing professional development Comcast Corporation Jacksonville, Florida Jan 1990 – Dec 2007 Maintained broadband and cable network infrastructure across 200+ residential and commercial customer connections with 99%+ uptime through proactive diagnostics and preventive maintenance

Diagnosed and resolved Internet and cable signal loss problems using advanced tools (TDR, OTDR, Spectrum Analyzer, SLM, Volt/Ohm Meter, Cable Locator, Leakage Detector, AutoCAD) on nodes, amplifiers, power supplies, coax/fiber networks Performed comprehensive system maintenance on cable network infrastructure in full compliance with FCC (Federal Communications Commission) regulations and company standards

Installed fiber optic and coax cable infrastructure, running wires between components and routing from telephone poles/underground cable accesses to complete residential and commercial circuits

Responded to 40+ monthly service dispatch calls with professional punctuality; arrived on-site prepared to troubleshoot, repair, or perform preventive maintenance Managed on-call rotations (24-hour availability) for system outages and emergency infrastructure issues; coordinated rapid response with dispatch and customer communication teams

Maintained detailed maintenance logs, service orders, timesheets, and equipment inventory in compliance with company record-keeping and audit requirements

Performed work safely and compliantly with building codes, OSHA (Occupational Safety and Health Administration) standards, and company safety guidelines; earned OSHA certification

Operated and maintained company vehicles and equipment with regular care and adherence to safety protocols; traveled safely to customer sites MANAGER

SENIOR BROADBAND LINE TECHNICIAN (LEVEL 3)

Provided technical customer support by answering questions about residential/commercial services, pricing, installation requirements, and troubleshooting

Earned two Quality Customer Encounters (QCE) Awards (1995, 1997) — recognized as top 0.4% of 500+ employees annually for exceptional technical excellence and customer service

Technical Accomplishments: Achieved industry-leading customer satisfaction ratings through technical expertise and professional communication; recognized for problem- solving capabilities and reliable field presence

Fiber Optic Cable Systems Point-to-Point (PTP) Network Configuration PTMP Network Infrastructure Spectrum Analysis & Signal Diagnostics Cable Theory & Infrastructure Design

Network Diagnostics TDR & OTDR Cable Testing System Amplifiers & Power Supply Engineering Computer Software & Hardware Repair (PC/Laptop peripherals) Safety & Compliance OSHA Safety Certification Boom Lift Operation Certification Commercial Defensive Driving (company vehicle operation) FCC Compliance Standards Building Code Compliance

Network Infrastructure & Diagnostics: Fiber Optic Systems Signal Troubleshooting TDR/OTDR Testing Circuit & Component Analysis Cable Installation & Routing Network Uptime Optimization Signal Loss Resolution

Equipment & Tools: Volt/Ohm Meter (VOM) SLM (Signal Level Meter) Spectrum Analyzer TDR (Time Domain Reflector) OTDR (Optical Cable Tester) Cable Locator Leakage Detector AutoCAD Boom Lift Operation

Network Systems: Fiber POP Infrastructure Point-to-Point (PTP) Equipment Aviat Equipment Siklu Systems Welink Network Architecture Ethernet Standards Coax/Fiber Hybrid Networks Node Configuration Amplifier Maintenance Power Supply Systems

Compliance & Standards: FCC Regulations OSHA Safety Standards Building Codes Fiber Optic Standards Cable Theory Emergency Response Protocols Field Operations: 24/7 On-Call Management Dispatch Response Service Order Management RMA (Return Merchandise Authorization) Processing Maintenance Logging Field Troubleshooting Equipment Inventory Management Remote NOC Coordination

Leadership & Supervision: Team Supervision (8-15 technicians) Performance Appraisals

& Promotions Hiring & Training Work Direction & Quality Control Shift Scheduling Compliance Oversight Cross-functional Communication CERTIFICATIONS & TECHNICAL TRAINING

TECHNICAL SKILLS

Customer Service & Communication: Technical Customer Support Field-to-NOC Coordination Conflict Resolution & De-escalation Service Delivery Excellence Customer Satisfaction Management Verbal & Written Communication Problem Explanation to Non-Technical Users

High School Diploma — Wausau, Wisconsin, 1988

Continuing Technical Training — Advanced certifications in fiber optics, network infrastructure, diagnostics, and safety standards completed throughout professional career Quality Customer Encounters (QCE) Awards — Comcast Corporation — 1995 & 1997 Recognition: Selected 2 of approximately 500 employees annually for outstanding technical problem-solving, reliability, and customer service excellence Represents top 0.4% of workforce recognition in competitive evaluation process EDUCATION

AWARDS & RECOGNITION

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